Help Desk
Answer customer requests as a team with a shared ticket inbox, a branded help center, macros, automations, SLA targets and reports.
A help desk for support teams. Agents share a ticket queue, customers use a help center to find answers or send a request, and macros and triggers handle the routine parts. It is in early alpha.
Where do I open Help Desk?
Open Help Desk at https://helpdesk.nubosuite.tech or from the Apps tab in Nubo Home. You sign in once with your Nubo account for every app; see Create an account and sign in.
What can Help Desk do?
- Ticket inbox. Statuses, priorities, groups, assignees and internal notes.
- Help center. Articles, search, a request form and My requests.
- SLA targets. First reply and resolution goals, with reports.
- Live presence. See who is viewing or typing on a ticket.
Work the queue together
Views show live counts, with sorting, grouping and bulk edits. Reply publicly or leave an internal note, and followers and CCs stay informed.
Let them help themselves first
A public, branded help center holds articles with feedback. Customers send requests, follow replies, solve them and rate the support.
Take the repetition out
Macros apply a reply and field changes in one click. Triggers email requesters, and solved tickets close on their own.
What else is in Help Desk?
- Organizations. Match customers to companies by email domain.
- Search. Global search with field:value filters.
- Reports. Backlog, reply times, satisfaction, busiest hours.
- Writing assistant. Optional summaries and reply drafts, only on request.
- Customer CSV. Import and export customer profiles.
- Roles. Invite agents by link as administrators or agents.
Which apps does Help Desk work with?
Help Desk works with Mail, Teams, Contacts, Wiki, Surveys, CRM. Apps in one team share the same people and the same team drive; see Teams and sharing.
Common questions about Help Desk
Is Help Desk ready for production?
It is in early alpha, so try it before you rely on it for real customer support.
Can customers see their own tickets?
Yes. The help center has My requests, with replies and satisfaction ratings.
Are outgoing notifications included?
Yes. Triggers can email requesters, and each email links to the request in the help center, where they can reply.
Where can I read more?
The product page for Help Desk on the main site has screenshots and the current plan details: https://nubosuite.tech/en-in/products/help-desk/. For problems, see Troubleshooting or Support.